Job Description

Executive Director, New Student Strategy & Engagement

Department: Marketing & Communications

Location: Jerry Sue Thornton Center

Reports To: AVP, New Student Strategy & Engagement

Recruitment Type: External/Internal

Requisition ID: req7282

Employment Type: Administration and Professionals

Union Position: Non-Union

Work Schedule: Standard College Hours: M-F, 8:30 am - 5:00 pm; some evenings and weekends may be required

Number of Openings: 1

The Executive Director of New Student Strategy & Engagement serves as the strategic leader responsible for the day-to-day management and continuous improvement of Tri-C’s centralized new student experience model. This role translates the institutional strategy in partnership with the Associate Vice President (AVP) into a coordinated, high-performing student-centered engagement operation by providing leadership and oversight for Welcome Center operations, Admissions Navigation, New Student Engagement Operations, and Virtual Student Engagement. The Executive Director ensures alignment across service channels, operational excellence, and the development of staff culture, systems, workflows, and practices that support a seamless student journey from inquiry through enrollment.

ESSENTIAL FUNCTIONS

• Leads the operational execution and continuous improvement of the Welcome Center model, ensuring alignment with institutional strategy and delivery of a seamless, student-centered experience.
  
• Provides direct supervision and leadership for Admissions Navigators and Welcome Center student employees, including coaching, performance management, training, and professional development to ensure consistent, student-centered service delivery.
  
• Provides leadership, direction, and performance oversight for the Director of New Student Engagement Operations and Director of Virtual Student Engagement, ensuring alignment of services, operational effectiveness, and a seamless student experience across engagement channels.
  
• Provides executive oversight for the onboarding experience from application through the Day 15 milestone, ensuring alignment of the point-person assignment model, proactive student outreach strategy, and escalation protocols across Welcome Center functions.
  
• Establishes and monitors service-level agreements across Welcome Center functions, ensuring consistent execution of student engagement standards, timely outreach, registration completion, and Financial Aid readiness milestones.
  
• Monitors Navigator performance, caseload management, and key operational metrics to evaluate onboarding effectiveness, identify improvement opportunities, and ensure achievement of student engagement milestones.
  
• Serves as the primary cross-functional partner for Financial Aid, Academic Advising, Student Affairs, Enrollment Operations, and IT/CRM partners, ensuring alignment of handoff agreements, data-sharing practices, and operational workflows that support an integrated student experience.
  
• Leverages data, dashboards, student feedback, and operational metrics to evaluate performance, identify trends, and drive continuous improvement of Welcome Center processes, services, and student outcomes.
  
• Leads the recruitment, hiring, onboarding, training, supervision, and ongoing professional development of Welcome Center staff, embedding Appreciative Advising, customer service excellence, cultural responsiveness, and student-centered practices throughout the operation.
  
• Ensures consistent implementation of Welcome Center policies, procedures, and operational standards while fostering a collaborative, high-performing, and student-focused team culture.
  
• Represents the Welcome Center and new student experience in institutional committees, strategic initiatives, accreditation activities, and equity-focused planning efforts.
  
• Performs other duties as assigned.
  

REQUIRED QUALIFICATIONS

EDUCATION AND EXPERIENCE/TRAINING

• Bachelor's degree in Higher Education, Student Affairs, Business Administration, or related field.
  
  • Significant related experience may substitute for education.
    
• Minimum of seven (7) years of experience in enrollment management, student services, or related higher education function.
  
• Minimum of three (3) years in management or director-level role with direct supervision of staff and operational accountability.
  
• Demonstrated experience managing cross-functional teams and building collaborative workflows across institutional departments.
  
• Experience with CRM systems (Element451, Slate, Salesforce, or equivalent), early alert platforms, and student information systems (Banner preferred).
  

KNOWLEDGE, SKILLS, and ABILITIES

• Possess strong data literacy with the ability to read and act on KPI dashboards, melt trend reports, and pulse survey results in real time.
  
• Intimate familiarity with community college student populations, particularly first-generation, Pell-eligible, and adult learner experiences.
  
• Intermediate-level proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
  
• Possess comprehensive knowledge of enrollment strategy, student success models, and higher education operations.
  
• Ability to think strategically and execute a vision into actionable practices.
  
• Strong leadership, organizational, and change-management skills.
  
• Ability to lead across organizational boundaries and influence without direct authority.
  
• Excellent written, verbal, and interpersonal communication skills.
  
• Ability to manage sensitive issues with professionalism and discretion.
  
• Possess sensitivity to appropriately respond to the needs of students and the community.
  

COMPETENCIES

CRITICAL COMPETENCIES

• Service Focus
  
• Continuous Improvement
  
• Quality of Work
  

VERY IMPORTANT COMPETENCIES

• Communication
  
• Collaboration
  

IMPORTANT COMPETENCIES

• Adaptability
  
• Time Utilization
  

PREFERRED QUALIFICATIONS

EDUCATION AND EXPERIENCE/TRAINING

• Master's degree in Higher Education, Student Affairs, Business Administration, or related field.
  

KNOWLEDGE, SKILLS and ABILITIES

• Possess knowledge of college admission procedures and college resources.
  
• Demonstrated leadership experience in first-year, exploratory, or pathway-based advising, including responsibility for major exploration, academic pathway alignment, or early momentum initiatives.
  

PHYSICAL DEMANDS/WORKING CONDITIONS

(The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• The work is partially performed in a normal, professional office environment.
  
• The work area is adequately lit, heated, and ventilated.
  
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type. However, there may be some walking; standing; bending; carrying light items such as papers, files, pamphlets, books, etc.
  
• Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the multiple worksites.
  

Target Starting Salary Range: $110,000 to $120,000 
The final offer for the successful candidate is targeted to fall within this range but will be based upon an assessment of internal equity, the unit’s available budget, and the candidate’s qualifications in relation to the minimum and/or preferred job requirement(s). 

Special Note: If hired, you must reside in the state of Ohio and be within commuting distance of this work location/campus to respond to onsite work demands upon the employment start date and throughout the duration of your employment with the College, as outlined in 3354:1-40-01.1 Recruitment and Selection Procedure

Special Instructions to Applicants: During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Equal Opportunity Statement: Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.